Not an outside writer. The support people write about what they get asked most — so they know where people get stuck.
12 solutions to the most common questions, written by the people who also answer the phone.
How to set up company email on my phoneSettings for Android and iPhone, with the exact port numbers. Works for Outlook too.4 min
1On the phone open mail settings and choose “Other” — not Gmail and not Outlook, even if you use their app.
2Enter your full address as the username, not just the part before the at sign.
Incoming (IMAP) server: mail.yourcompany.bg port: 993 security: SSL/TLS Outgoing (SMTP) server: mail.yourcompany.bg port: 465 security: SSL/TLS
Outgoing mail needs the password too. This is where most people get stuck: the phone does not ask, and then mail will not send. Open the outgoing server settings and enter the same username and password.
Send yourself an email. If it arrives within a minute, both directions work.
My emails land in customers’ spamAlmost always three records that are not set. Takes a minute to check.3 min
1Gmail and Outlook check whether the letter is really from you. They do it via three domain records: SPF, DKIM and DMARC.
2If the domain is with us, all three are set at launch and there is nothing to do. If it is with another registrar — they are probably missing.
Do not add two SPF records yourself. That is worse than none — the check fails and everything goes to spam. If another service also sends mail in your name, the two records must be merged into one.
Send us the domain and we will check all three within minutes. Free, even if the domain is not with us.
I pointed the domain but the site is still not showingThis is normal and takes time. Here is how long, and how to check where it got to.3 min
1The change spreads gradually. Usually within two hours, sometimes up to a day — it depends on each visitor’s provider.
2Check from another network: open the site on your phone over mobile data, not home wifi.
Your own computer remembers the longest. If the site shows everywhere but not for you, clear the browser cache or try a private window.
If a day passes and still nothing — write to us. Then it is something else and takes a minute to see.
How to restore the site as it was yesterdayFrom the panel, without waiting for support. Takes about a minute.2 min
1Log into the panel and open Services → your hosting → Backups. The last thirty nights are there.
2Pick the day and what to restore: files only, database only, or both.
With a shop, think before restoring the database. Today’s orders will vanish along with the problem. If you only broke the look, restore files only.
Before restoring, the panel takes a copy of the current state. If you pick the wrong day, you can go back.
What “HTTP ERROR 500” meansThe most common WordPress error. Three causes and how to tell which is yours.5 min
1The number means one thing: something stopped midway. It does not say what — so you look in the order below.
2First: did you update anything? In eight cases out of ten the cause is a plugin updated in the last hour. Disable the last one and see.
3Second: is the disk full? Check in the panel. A full disk gives exactly this error, and the cause is not obvious.
4Third: read the log. In the panel, Logs → errors. The last line usually says which file stumbled.
Do not edit “wp-config.php” blindly. There is a lot of advice online to add lines there. Half of it is for old versions and makes things worse.
If it is still there after twenty minutes — write to us. We see the logs and usually name the cause at once.
Forgotten password · all casesFor the panel, mail, cPanel and WordPress. Where each is changed.3 min
1The panel password is reset from the panel itself, via “forgot password”. The email arrives within a minute.
2A mailbox password is changed from the panel, in the mailbox list. You set it — it is not emailed, because that is the very mailbox you cannot read.
3The WordPress password does not go through us. Reset it from WordPress itself; if the mail is broken too, write to us and we will change it in the database.
Do not send passwords by ordinary email. If you must give us one, use the chat in the panel — that conversation is protected.
How to upload my site to youWhat goes where, and why you sometimes get a blank page.6 min
1All site files go into the public_html folder. The home page must be named index.php or index.html.
Watch out for the folder inside the folder. If you unzip and end up with “public_html/site/index.php”, the site will not show. The files must be directly in public_html.
2The database is created separately, from the panel. Then the site config gets the database name, user and password — exactly as the panel gave them.
The database host is “localhost”, not your site address. This is the second most common migration mistake.
If you prefer, we move the site for you — free, and the old one stays alive until you confirm.
What I get after orderingWhich emails arrive, where to log in, and what to do first.3 min
1Within five minutes two emails arrive: one with panel access, the other with the hosting details.
2The first thing is to point the domain. If you bought it from us, it is already pointed. If it is elsewhere, the email says what to change.
Check your spam folder too. First emails from an unknown sender sometimes go there. If nothing arrives in ten minutes, write to us.
Where do I find my invoicesIn the panel, all at once. Plus how to change your invoicing details.2 min
1Log into the panel and open Invoices. They are all there from day one, downloadable as PDF.
2The invoice also arrives by email, on the first of the month, automatically.
Change invoicing details before issuing. An issued invoice cannot be reissued with different details — that is the law, not our choice.
My site is slow · where to startFour checks, ordered by how often they are the cause.5 min
1First: disable plugins one by one. In most cases one of them slows everything. Do it in the staging area if you have one.
2Second: look at the images. A phone photo weighs several megabytes. Ten of them on a page make it slow, however good the server is.
3Third: is the cache on. With us it is configured at server level, but a caching plugin sometimes turns it off without saying.
Is only the admin slow? Then the site itself is fine and the problem is elsewhere — usually a plugin counting something on every load.
If nothing helps, just write “it is slow”. We look at where the time goes and say exactly what causes it.
White screen after an updateHow to get the site back without waiting — and how to stop it happening again.4 min
1A blank white page almost always means a plugin that broke during an update.
2Open the file manager and rename the wp-content/plugins folder to something else. The site will come up with no plugins.
3Rename it back and log into the admin. The plugins will be off; enable them one by one until you find the culprit.
To stop it happening again: update in the staging area, or take a managed plan and we will do it for you.
First login to the server over sshFrom Windows and from Mac. Plus the first three things to do.5 min
1On Windows: open Command Prompt and type the line below. On Mac: the same, in Terminal.
ssh root@YOUR.ADDRESS
The password is invisible as you type. No dots, no stars — that is on purpose. Type it and press Enter.
2The first three things: change the password, update the system, and take a snapshot before installing anything.
If you are not sure what you are doing — take the managed option. It is not shameful and works out cheaper than calling someone in.
Nothing found
Try fewer words, or write to us — we will answer, and then add the solution here.
Write to usDid not find the answer?
Then either it is not here, or we wrote it badly. Either way, write to us — we will answer, and then add the solution.
You do not need to know what the problem is called
We reply within an hour; a site that is down — at once
If the question comes up again, it becomes a solution here
How we write these guides
Three rules we keep — so they do not end up like everyone else’s.
Written by the person who answers
Not an outside writer. The support people write about what they get asked most — so they know where people get stuck.
With the traps, not just the steps
Every solution marks the place where people fall down. That is exactly what separates a guide that works from one that does not.
No words you have to look up
If something is called “propagation”, we also say it in plain language. Those who know the word will recognise it; those who do not will understand.